Under the Immigration and Asylum Act 1999, UKVI has an obligation to provide accommodation & support to asylum seekers (Service Users) who would otherwise be destitute. To support this obligation UKVI facilitate the availability of advice, issue reporting and eligibility assistance services for Service Users. This includes the provision of:
Advice & Guidance.
Advice and guidance are provided to asylum applicants throughout their asylum application. Advice is provided through a range of communication channels appropriate to asylum seekers’ needs.
This service will include but is not limited to:
— briefings about the asylum process, including induction services,
— provision of general advice about asylum and signposting to relevant public services,
— provision of advice on the asylum support eligibility system, and,
— provision of advice & guidance to service users to support them in acting upon the outcome of their asylum claim, including engagement with the Department of Work and Pensions and Local Authorities or advice on the support available to return to their country of origin.
Reporting issues:
— the new asylum support model seeks to streamline customer contact through the establishment of a consolidated customer contact center, with a single entry point for Service Users to communicate complaints and issues.
— feedback and complaints from Service Users related to service delivery and Accommodation Provider performance will be made to a single, dedicated point of contact operated by the AIRE Provider.
— the AIRE Provider will be responsible for capturing, logging and referring feedback and complaints to the relevant parties for resolution.
Eligibility Assistance:
Eligibility-assistance will support asylum seekers in completing and submitting applications for support and accommodation services. This service will include but is not limited to:
— explanation of the eligibility criteria for support under Section 4 & Section 95 of the Immigration and Asylum Act 1999.
— assistance in the completion of an Asylum Support Application Form (ASF1), including where necessary language assistance to complete forms in English.
— assistance in submitting written notifications in English of prescribed change of circumstances.
Project Vision:
The project aims to deliver a value for money and affordable support system which effectively facilitates the delivery of the UK’s statutory and international obligations to asylum seekers, supporting the operation of effective immigration controls.
The system will ensure the safety and security of Service Users and their host communities. Services will be delivered as consistently and efficiently as possible at a level which is proportionate to similar services offered to UK nationals:
— service users will experience an accessible and easy to navigate the system, which delivers consistent and compassionate support. The system will protect the vulnerable, keep service users safe, orientate them to live in their communities and prepare them to act on the outcome of their asylum claim.
— providers will supply a service of which they are proud, providing high-quality support services. The department will take practical steps to provide a good level of certainty on demand, with a sustainable balance of risk, an appropriate rate of return and scope for innovation in delivery.
— communities will feel involved in the support of destitute asylum seekers, working in partnership with UKVI and others to support community cohesion as service users transition through the asylum system.
The new arrangements will come into operation on expiry of the current agreements in September 2019.
